Customer Support

Dedicated professional care, 24 hours a day

Complete After Sales Care

Whether you are looking for upgrades, technical advice or to talk through a system workflow, Calrec has a team of dedicated professionals on hand to ensure you always receive prompt attention. With highly trained teams of engineers at our HQ in Hebden Bridge, in our US office and around the world through our respected distributor network, you are never far away from a professional technical solution. Free technical support is available to all customers during office hours.

Every Calrec product is supplied with a 12 month warranty as standard, providing technical and operational telephone and email support, service visits and repairs, and the provision of either loan or replacement units.

Support Contracts

Calrec also offers a range support contracts which can be arranged directly through Calrec for UK and Ireland customers, or by contacting your local agent. With a Calrec Support Contract you will continue to enjoy the benefits of your warranty combined with the peace of mind provided by knowing you will have no unplanned expense after the warranty has expired.

With all console sales, Calrec offers the option to send a Customer Support engineer to site to provide complete on-site commissioning. Commissioning covers a range of test procedures, from ensuring audio levels are within tolerance, to ensuring all networking equipment is connected correctly.

Operational and technical training to compliment the skill base of your operators and technical staff is also available. This can be provided either on-site, or at any of Calrec’s global offices.

In fact, a variety of services are available at an additional charge, unless purchased with your mixing console:

Repairs

In addition to our state-of-the-art manufacturing plant, Calrec also operate a dedicated repair facility. As with all hardware, there is always the possibility that something might fail during its lifetime. Our facility backs up our Customer Support department in the rare eventuality that you experience a fault on your Calrec equipment.

Calrec operates a policy of advance exchange units through our global offices and our distributor network – this means that we will always ship a replacement part in the shortest timeframe possible. On the rare occasion that an advance exchange is not achievable, our team of support engineers will provide another solution.

Software

Future Brio and Summa software releases will be available for download. Please refer to the appropriate Installation manual for guidance on installing software. Please contact support@calrec.com to discuss software upgrade options for Apollo and Artemis systems.

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